Front Office Receptionist

1. To ensure a high and consistent standard of customer relations with guests, managers, colleagues and inter department staff

2. To greet, welcome and farewell all guests of the hotel

3. To assist with any inquiries or guest requests in a proactive and positive approach so that hotel guests can experience a high level of service which is expected from a world-class five star deluxe resort

4. To ensure the welcome and farewell experience of the guests is handled in an efficient manner

Financial Responsibilities:

1. To monitor cost and control expenses to achieve budget operating results sets by the Financial Controller and General Manager

Operational Responsibilities:

1. To check hotel guests in and out in a warm, friendly and efficient manner

2. To greet all guests that may come in contact with the reception.

3. To have the product knowledge of the hotel and its Food and Beverage outlets operating times, and other guest facilities available

4. To ensure that guests are ultimately happy with the accommodation and hotel facilities by seeking and sharing their feedbacks

5. To attempt up-selling the hotel’s facilities where possible

6. To ensure a speedy telephone service at all times and addressing the guest by name at all times

7. To keep the work place clean, tidy and orderly

8. To take and process reservations after the reservation department has closed or if reservation staff is engaged or unavailable to attend to reservation calls

9. To inform Reception Supervisor or Reception Duty Manager of any guest problems so that any necessary follow-up actions may be taken

10. To follow up on expected arrivals and room status and departures for assistance with luggage and ensure room is ready for the next arrival. To liaise with Guest Experience Team.

11. To carry out any additional duties i.e. tour of the hotel or as requested by the as requested by the Reception Supervisor, Reception Duty Manager, Assistant Front Office Manager or Front Office Manager

1. To verify constantly that the physical product in all aspects is consistent with the hotel standards

2. To ensure that policies and procedures in regards to staff appearance (grooming), hygiene and sanitation are enforced

1. To maintain a good rapport with other departments at all times

2. To ensure that departmental policies and procedures are adhered to at all levels

Marketing Responsibilities:

1. To attempt up-selling the hotel’s facilities wherever and whenever possible.

2. To have a product knowledge of the hotel and its Food and Beverage outlets operating times and other guest facilities available.

3. The hotel requires that the receptionist will not (either during or after employment) without the hotel's written consent, divulge any information concerning the hotel or any associated hotels or any of their dealings, transactions or affairs which may come to your knowledge during or in the course of employment with the company.

Personnel and Training Responsibilities:

1. To exercise pro-activeness, self-control, efficiency and patience.

2. To project a positive, motivated attitude and respect among his/her colleagues, managers and inter department at all times.

3. To ensure that he/she is fully conversant with the hotel’s facilities and services.

4. To ensure the work area is clean, tidy and maintained according to standards set by the hotel.

5. To take good care of all equipment and materials used at the hotel.

6. To continuously look for initiatives to improve operational procedures and service standard.

7. Always being honest when dealing with cash at all times.

8. To be conversant with the property’s computer systems – i.e. Opera.

9. Shift hours apply as it is necessary to cover the operations during 16hours a day. Morning, relief and evening shifts.

Administrative Responsibilities:

1. To maintain all hotel records and forms as prescribed by established policies and procedures. Ensure proper filing of check out registration card are stored properly for auditing purpose according to auditing law.

2. To ensure that guest history record is up-to-date at all times.

3. To know all procedures and adhere to them.

4. To equip the reception at the commencement of each shift with adequate Updates folios and checks payment details of newly arrived guest.

5. To update foreign currency board and performing exchange transactions as required by the general cashier.

6. To attend shift handover briefings and read all communication and memos at the commencement of each shift.

7. To organize the delivery of guest emails, faxes and messages as required.

8. To check and update the registration card information accurately in the PMS as required before filing.

9. To ensure that the guest upon arrival completes the registration card such as personal details and scan of passport is taken. In addition, collecting agent vouchers/confirmation letters or emails and ensuring credit card verification or cash has been taken as per policy procedure set by the hotel.

10. To post charges (bills) on guest accounts accurately. Maintaining accurate individual, agent and group billings and folios.

11. Balancing cash float upon completion of shift. Demonstrating honesty when dealing with cash at all times.

12. To carry out a nightly bucket check so that all records are in order for the following day. To double check in the morning for the current day departures.

13. To ensure that registration cards, key card holders and group rooming list are prepared for the next day.

14. To record any guest comments and action on guest comments sheet in a timely manner and to ensure follow ups are done.

15. To prepare guest history comments to be submitted to Assistant Front Office Manager and Front Office Manager

16. To have a complete understanding of the hotel’s emergency policies and procedures – i.e. Death or Fire and to be immediately reported to Reception Duty Manager, Assistant Front Office Manager or Front Office Manager

17. To carry out any additional duties as requested by the Reception Supervisor, Reception Duty Manager, Assistant Front Office Manager or Front Office Manager.

Education:

College degree/diploma preferably specializing in Hotel Management or equivalent is required.

Experience:
Eligible with or without experience

Skills and Abilities:
Required ability to operate computer equipment/tools and related software/system. Required reading, writing and oral proficiency in the English language.

No. of employees supervised:

Nil

Travel required:

Some travel is required for training, conferences and special events.

Hours required:
Minimum 6 days (45 hours per week) - however, additional hours according to business needs are expected.

Job Type: Full-time

Pay: RM2,000.00 - RM4,000.00 per month

Benefits:

• Health insurance
• Meal provided
• Opportunities for promotion
• Parental leave
• Professional development